Manulife
Financial Services
Director,CanadaRetirementContactCentre
“Director, Canada Retirement Contact Centre at Manulife. Skills: Contact centre leadership, Service excellence, Employee experience. Lead continuous improvement efforts. Enhance service delivery”
What You'll Achieve.
Enhance service delivery; Eliminate inefficiencies; Strengthen operational effectiveness; Strengthen operational efficiency; Strengthen operational risk management; Shape high-performing culture; Shape engaged culture; Deliver exceptional customer service; Deliver exceptional employee experience; Make meaningful impact on customers; Make meaningful impact on teams; Make meaningful impact on business results
Industry & Context.
Problem-solving; Decision-making; Conflict resolution; Root cause analysis
What They're Looking For.
Must Have
Proven leadership experience overseeing large-scale customer-facing contact centre operation, Accountability for service delivery, performance, and employee engagement, Demonstrated success leading organizational change, Driving transformation initiatives in complex, high-volume service environments, Ability to influence and build credibility with employees, peers, and senior leaders, Proven people leadership capability, Commitment to developing, coaching, and supporting teams across multiple geographies, Support for remote and offshore operations
Nice to Have
Bilingualism in English and French is an asset, Proficiency in both languages required for candidates based in Québec
What You'll Do.
Lead continuous improvement efforts
Enhance service delivery
Eliminate inefficiencies
Use data and performance insights
Identify service gaps
Identify improvement opportunities
Apply problem-solving skills
Apply decision-making skills
Apply conflict resolution skills
Foster a highly engaged team culture
Recognize team members
Partner with business leaders
Partner with Workforce Management
Ensure effective staffing
Ensure effective forecasting
Ensure effective contingency planning
Collaborate with global partners
Maintain consistent service performance
Oversee volume management
Oversee service levels
Ensure excellent customer experience
Ensure professional customer experience
Lead strategic initiatives
Manage multi-location performance
Strengthen operational effectiveness
Strengthen operational efficiency
Strengthen operational risk management
How You'll Work.
Team & Collaboration
Business leaders; Workforce Management; Global partners; Employees; Peers; Senior leaders
Communication Scope
Open communication
Process & Methodology
Strategic initiatives
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